VoCoVo specializes in innovative communication solutions tailored for businesses, particularly within the retail sector. Our flagship products are designed to create a connected store experience, facilitating seamless communication among retail staff to enhance efficiency and elevate customer service. We empower teams to collaborate effortlessly and achieve their retail goals.

With over 250,000 users across more than 10,000 locations in 25+ countries—and recognition as one of the top 100 best small-to-medium-size businesses to work for—join us on our journey!

Role Overview

Ready to take your technical expertise to the next level? Join a fast-moving, customer-focused team where your problem-solving skills and passion for technology will directly impact some of the world’s most recognized brands. As Third Line Support Specialist at VoCoVo, you’ll work hands-on with cutting-edge communication systems, supporting and customizing solutions that empower retail teams across the globe.

You’ll be the go-to expert for our customers and support partners, solving complex issues, shaping support strategies, and driving service excellence — all while collaborating with a tight-knit, passionate team. If you're excited by deep technical challenges, meaningful customer impact, and working with both people and systems — this is the role for you.

What we're looking for

• Experience in Technical Customer Support – Third Line support and above
• Previous experience working with Linux – you're comfortable navigating a filesystem and familiar with command-line tools. Experience working with typical network and troubleshooting commands is advantageous

• Experience with telephony/telco integrations – an understanding of the SIP protocol, SIP trunking and experience in troubleshooting & resolving telephony or VoIP issues is highly desirable

• Experience in networking fundamentals – a principal understanding of network types & models is fundamental to the role. Experience configuring or troubleshooting networks is desirable

• Working with MySQL – any exposure to MySQL or equivalent is beneficial

• ITIL – experience with using the ITIL framework for communicating technical support issues is a bonus

• Strong 3rd line diagnostic skills – able to serve as a final technical escalation point for complex system, hardware, or application issues

• Deep understanding of systems integration, networking, telephony, and VOIP

• Experience working with external support vendors, with a focus on performance monitoring, SLA adherence, and service quality

• Ability to lead root cause analysis (RCA) and produce actionable insights from post-incident reviews

• Familiarity with defining and tracking onboarding and training success metrics for 3rd party support partners

Who you are

• You are detail-oriented, quickly identifying issues and consequences in technical support

• You are collaborative and empower colleagues by sharing knowledge

• You enjoy efficiently managing multiple responsibilities

• You are a proactive learner, embrace new skills, feedback, and challenges

What you'll do

• Work with a portfolio of assigned customers, resolving and supporting issues whilst building relationships to drive service improvements, consistent and reliable support, and review processes to ensure customer success

• Support engineers remotely whilst they are on-site, identifying and troubleshooting issues

• Build comprehensive documentation around customers in your portfolio and ensure complex challenges are documented to simplify or aid future resolutions

• Offer technical out-of-hours support for critical business situations

• Serve as the highest technical escalation point for 3rd line support, delivering expert-level diagnostics and root cause analysis

• Lead post-incident reviews and preventive action planning, ensuring learnings are documented and shared

• Oversee and manage 3rd party vendor support performance — ensuring compliance with SLAs, KPIs, and contractual obligations

• Conduct regular service reviews and quality audits with external providers

• Define and monitor measurable criteria for successful onboarding, training, and ongoing support delivery with partners

• Implement escalation frameworks and governance for critical incidents, ensuring rapid and effective resolution

• Contribute to support-related aspects of system architecture and solution design for long-term scalability and maintainability

Salary
Salary range: $90,000 - $112,000 per year

Benefits

• Contributions toward health insurance (individual or family plan coverage available)
• 20 days PTO annually
• 401(k) match
• Training and development opportunities
• Apple MacBook, Wireless Magic Mouse and Keyboard, Monitor, and Headphones

Diversity & Inclusion

At VoCoVo, we are dedicated to fostering a diverse and inclusive workplace where everyone feels valued, respected, and empowered to thrive. We welcome applications from individuals of all backgrounds and experiences. Our commitment is to creating an environment that champions equity, innovation, and collaboration, ensuring all team members can flourish. Join us in shaping the future together.

We are also committed to ensuring an inclusive recruitment process, so please let us know if you need any reasonable accommodations at any stage.

Company Values

Embracing VoCoVo's VOICE values is important to us, shaping our collaborative and innovative culture.

• VALUED – Our colleagues, customers, and stakeholders are valued; treated with respect, empathy, and operate with honesty and integrity.
• ONE TEAM – Collaboration of all for VoCoVo’s happiness and success.
• INNOVATION – Our products are constantly evolving to tackle the pain points of retailers across the globe.
• CUSTOMER FOCUSED – Our customers love VoCoVo at every level, every interaction with us is frictionless, and we are integral to their operations.
• EMPOWERED – Our people are empowered to do the right thing and make decisions without loads of red tape.

If you feel this could be the right fit, apply now!